Best Buy Pasadena

Extremely Disappointing Customer Service and Management I’ve had two separate experiences at this Best Buy location within the past few weeks, and both have been incredibly disappointing. What should have been straightforward returns of defective products turned into unnecessarily frustrating experiences due to poor customer service and unprofessional management. First incident – Damaged monitor: A few weeks ago, I ordered a monitor that arrived broken. When I brought it to the store to return it, I was told they would not accept the return. After speaking with the manager, Ashley, I was told that the only way they would accept the damaged monitor was if I agreed to purchase another monitor right then and there. I explained that I was currently on military orders and would not be home to receive a replacement. The monitor wasn’t available for immediate pickup, and I didn’t want an expensive item delivered to my home unattended and potentially stolen. Despite explaining my circumstances, Ashley was unwilling to accommodate a straightforward return of a product that had arrived damaged unless I committed to another purchase. Second incident – Defective 75-inch TV: More recently, I attempted to return a 75-inch television because it was defective. Before bringing it into the store, I had confirmed with both Best Buy Geek Squad and Best Buy Customer Service that I could return the defective television in-store. Additionally, the Best Buy app explicitly stated that I could return the television to ANY BEST BUY STORE. Despite receiving confirmation from three separate Best Buy sources, when I arrived at this location, I was told that I could not return it there. The employee assisting me was incredibly condescending throughout the interaction. Rather than trying to help resolve the situation, he repeatedly nitpicked everything I said and seemed more interested in arguing with me than providing any actual customer service. To make matters worse, when the manager called me over, he actually laughed at me. I found this extremely unprofessional and disrespectful, especially considering I had physically transported a defective 75-inch television into the store based on the return instructions provided by Best Buy’s own employees and app. I went out of my way to transport a large, defective television to this location after doing my due diligence to confirm the return process. Being met with condescending remarks, dismissive attitudes, and a manager laughing at the situation was completely unacceptable. Overall: I understand that stores have return policies and that employees may have limitations on what they can authorize. My issue isn’t simply being told no. It’s the complete lack of professionalism, consistency, empathy, and willingness to help customers. In both instances, I was attempting to return products that were defective or arrived damaged. Instead of receiving reasonable assistance, I was met with unnecessary resistance, condescending attitudes, and dismissive behavior from management. I shouldn’t have to argue with employees to return a product that arrived broken, nor should I be laughed at for attempting to return a defective television after following instructions explicitly confirmed by Geek Squad, Best Buy Customer Service, and Best Buy’s own app. After two separate experiences like this, I have very little confidence in this location’s management or customer service. Customers should not have to jump through hoops or endure disrespectful treatment simply to resolve issues with defective merchandise. I would strongly recommend that Best Buy reevaluate how returns are handled at this location and how its employees and managers communicate with customers.

I came in here to ask for some info about some tv’s, and once I got there, they seemed like they didn’t care, I’d ask for more info, and they just gave me the most basic info ever, and when I asked if I can see how one tv looks like, they had me waiting for 25 minutes, and not one of them came to help me out and completely forgot I was there

It was koo

So I placed my order for the New Capri Meta Glasses by Lisa on the Bestbuy website. Later they automatically get canceled. So I try again and Yay!My order gets through and I get an email saying they will be shipped next day. Order comes in and it's the wrong item Adventurer meta glasses by Lisa. Cute but not what I ordered. So I go into my local store qnd after 30 min of explaining to manager and cashier he overrides my refund because they were in fact wrong item even though website and item code said otherwise. Box was labeled correctly. Manager encouraged to open Box to physically verify item was not perhaps labeled wrong. So after verifying indeed item was labeled correctly manager offered to place a new order and hopefully the next item would be sent correctly. Next day comes and new order item received was in fact again the same wrong item. So I come to the conclusion that Bestbuy website and sku numbers are not aligned correctly. I go back to store and manager I was looking for had already left for the day. I ask the greeter at door to speak to another manager then. The greeter responds "I wouldn't recommend that" Yikes major red flag. I tell him I really need to talk to a manager. So I explain everything to another manager yet AGAIN. He advices to wait for item that I'm trying to purchase to be available at the store to secure the correct item and sends me off to wait for a cashier to help me for refund and he disappears. I wait for cashier to be available and then I explain to cashier the situation Aaagain !and when he finally understands the situation he has to wait for another manager to override a refund since it's a final sale item and he can't do it. And guess what ?!? Cashier explains the situation Again when he finds another manager to help. Then the this manager overrides the refund and hands me my receipt without a word. So I ask if I'm done? They just said Yes. No comment like Apologies for the inconvenience or even offer to order something else for me. I know it was not their fault but it Totally felt like I was annoying them and wasting their time with the situation. Bestbuy website with wrong information and in store employees with no intentions to help guests. Sorry Lisa tried supporting this project but after many failed attempts I realized it's time to give up on Bestbuy and take my business elsewhere where I will feel appreciated. Thank you Cobi you where the only one who was patient and attentive with great costumer service etiquette. Bestbuy get it together this is totally unacceptable and a major disappointment to your longtime costumers and BB credit card holders.